RETURNS REQUIRE A COMPLETED RMA FORM AND AN RMA NUMBER TO BE PROCESSED

Please contact us for your RMA number before returning your item(s). All returned items must be in completely unopened, new and unused condition. We are unable to accept returns on an item that is used or the items packaging has been damaged or altered. Items that are “Built to Order” will incur a 25% cancellation fee if order is canceled 24 hours after ordered.  Items that are “Built to Order” will incur a 50% cancellation fee if order is canceled 72 hours after ordered. Items that are “built to order” are non refundable after shipment. You will also be charged 2.9% Fee +.$30 for the payment processing.

UNUSED ITEMS

We will accept returns on any unused and unopened (still in protective wrap) items 15 days from the delivery date.  Product must NOT be removed from it protective wrapping. Plumbing parts are not eligible for return.  Customers wishing to make a return must contact us for an RMA (see above) within 15 days from the delivery date. Customers are responsible for the return shipping cost to LUNA REEF's warehouse. luna-reef.com does charge a 10% restocking fee, If FREE SHIPPING or Flat Rate shipping was included, actual shipping cost (not discounted) will also be deducted from the final refund. Refunds are given after goods arrive at our warehouse in their original unopened and unused condition. Under no circumstances are opened or used products accepted for return unless special arrangements have been made prior and RMA is issued. Opened and used products will be refused and returned to the sender, even if RMA is issued. It is the customers responsibility to not send opened, damaged or used items.

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ITEMS DAMAGED IN TRANSIT

If an item is damaged in transit, we will replace the item free of charge (after shipping claim is paid from shipping company) and cover the cost of shipping the replacement if the following procedure is followed.

If you see unusual damage to the external shipping boxing, please open the package and inspect items for damage immediately upon arrival. If the product is sealed in plastic wrap, contact us prior to opening the seal to avoid voiding our return policy. Please keep the damaged product and packaging, as UPS may inspect the package to evaluate it for insurance purposes. If your product arrives damaged, you must contact us within 24 hrs from arrival date or we cannot file a claim on your behalf. Emailing us pictures of the damage is MANDATORY within 48 hours of receipt.

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SHIPPING COST DEDUCTION FOR ORDERS SHIPPED WITH A FREE SHIPPING PROMOTION

If your order was placed under a free shipping promotion the original shipping cost for that item will be deducted from your refund.

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TROUBLESHOOTING

If you are having a technical issue with one of our products, we do offer basic troubleshooting. This is limited to basic functionality of the product. We DO NOT offer consultation or installation services.

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Nonfunctional Items 

If your product does not function correctly or is otherwise considered broken, we will troubleshoot the technical issues to help solve problems. We only provide diagnosis of non functional items and not Installation assistance as mentioned in our “Troubleshooting” section. Please use the Contact Us page and include your order # or your account information. If you do not provide this information, this can delay a response from us.

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LIMITED WARRANTY

LUNA REEF makes no claim to the suitability of this product for any specific use. The end user is solely responsible for determining fitness for a particular use, and for installation. This product is sold as a component of a custom aquarium installation.

Our Products are warranted to be free of manufacture defects for a period of 6 Months from date of purchase. We will, at our discretion, repair or replace your product at no charge during this period. Return shipping is the responsibility of the purchaser. This warranty does not cover accidental damage, misuse, improper care or alteration, or acts of God, such as floods and earthquakes. Coverage terminates if the original purchaser sells or otherwise transfers the product. Purchaser must provide sales receipt from authorized dealer. This warranty excludes claims for incidental or consequential damages, loss of revenue or profits, loss of business, or other financial loss in connection with the warranty problem.

Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages so the above limitation or exclusion may not apply to you.

This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state or country to country.